作者：朱林莉高玉清
页数：158
出版社：中国人民大学出版社
出版日期：2020
ISBN：9787300277035
电子书格式：pdf/epub/txt
内容简介
本书根据民航地面和客舱服务所涉及的工作流程，分成10个单元进行介绍，主要包括订票服务、值机服务、安检、海关查验、登机问候、起飞前检查、客舱餐饮服务、安全与紧急处置等环节。各个单元紧密衔接，图文并茂，基本涵盖了民航对外服务的内容，将岗位所涉及的能力要求和民航英语知识融入各个情景。本书适合作为职业院校民航服务专业大类的教材。
作者简介
朱林莉 ，吉林经济干部管理学院，副教授，空乘专业带头人。主要从事“航空服务礼仪”“航空沟通与服务”“航空服务英语”等课程的教学。高玉清，吉林经济干部管理学院副教授。
目录
Unit 2 Check in Service
Unit 3 Security Check Service
Unit 4 Immigration Inspection
Unit 5 Greeting and Guidance
Unit 6 Final Check and Before Take off
Unit 7 Serving Food and Beverages
Unit 8 Special Food Service
Unit 9 Safety and Emergency Ⅰ
Unit 10 Safety and Emergency Ⅱ
附录
附录1民航情景英语高频词
附录2参考答案
节选
Learning Objective
In this unit you will learn: ※ how to provide services for ticket booking; ※ how to provide services according to the procedures; ※ how to deal with problems using expressions for ticket reservation， confirmation and refunding. Guided Learning
Air travel starts with air ticket reservations. Normally passengers book airline tickets by contacting the airlines call center，going through a travel agency or making bookings on the internet. Airline service agents should be familiar with the types of questions that customers may ask，such as different flights，departure and arrival time，airfare， discounts， seat se lection， special meals，etc. Agents are responsible for helping customers understand the procedures of reserving a seat and taking a flight. Warmer
Ⅰ.Read the following information on website and answer the questions.
1. Is it an international flights? 2. Is it an online ticket booking?
3. Can you find the cheapest price? 4. Which airline do they choose?
5. Where is the destination? Ⅱ. Find the definition in Column B which matches the word or phrase in Column A. Setting
It is 10 : 00 a.m. on Tuesday. Mr. Wang is booking ticket on telephone. Jenny， a clerk， is at the service desk to provide flight booking information to Mr. Wang. Look at the picture. What does Jenny do? What is she doing now? Work with a partner to make at least two sentences for the picture.
Situational Dialogue
Topic One : Telephone Reservation
Sample Conversation 1
Clerk : Good morning. This is China Southern Airlines Booking Office. Can I help you? Passenger : I want to fly to Changchun. Do you have any fight from Shanghai to Changchun tomorrow?
Clerk : One moment， please. Ill check whats available. Passenger : Id like to travel Business Class.
Clerk : OK. We have Flight CZ6374 leaving Shanghai at 7 : 05 a.m. Do you make the reser- vation now? Passenger : Yes.
Clerk : May I know your name，please?
Passenger : John Smith. J-O-H-N， for John，S-M-I-T-H， for Smith. Clerk : All right， sir. Now Ive confirmed one Business Class seat on Flight CZ6374 leaving Shanghai at 7 : 05 a.m. to Changchun on July 16th. Is that right? Passenger : Yes. When should I get to the airport? Clerk : Please be there by 5 : 05 at the latest. Passenger : OK. I will. Thank you， bye! Vocabulary and Expressions China Southern Airlines 中国南方航空公司Booking Office 订票部available adj. 可获得的Business Class 商务舱make the reservation 预订
